Visaya Kpo jobs

About Visaya

Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We are committed to building long-term partnerships through quality, reliability, and a people-first approach.

Role Overview

The Customer Service Representative (CSR/TSR) is responsible for delivering first-line technical and customer support through voice interactions. This role focuses on assisting customers with basic troubleshooting, resolving common concerns, and ensuring a smooth and positive customer experience in a fast-paced, high-volume environment.

Key Responsibilities

• Handle inbound voice interactions and provide timely, accurate resolutions
• Communicate clearly and empathetically to understand customer concerns
• Perform basic troubleshooting for connectivity, account issues, and service disruptions
• Ensure First Contact Resolution (FCR) whenever possible
• Document all customer interactions and resolutions in the system
• Follow standard operating procedures (SOPs) and utilize knowledge base resources
• Escalate complex or unresolved issues to Level 2 support as needed
• Meet or exceed Key Performance Indicators (KPIs) for service delivery
• Maintain professionalism when handling escalations and challenging situations
• Stay updated on products, services, and company policies
• Participate in training and continuous improvement initiatives
• Perform other duties as required

Qualifications

• At least High School graduate; college level or degree
• Minimum of 6 months BPO experience (Telco experience is an advantage)
• Experience working in a US night shift environment
• English proficiency at B2 level or higher (spoken and written)
• Strong communication and interpersonal skills
• Confident navigating multiple systems, tools, and applications
• Ability to multitask in a fast-paced, high-volume environment
• Detail-oriented, reliable, and customer-focused
• Ability to work onsite and attend onsite interviews
• Familiarity with basic troubleshooting and ticketing systems is an advantage

Why join us?

• Competitive salary package and benefits
• HMO coverage + dependents
• Paid leaves and government-mandated benefits
• Performance incentives and recognition programs
• Training, upskilling, and career growth opportunities

Visaya KPO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pay: Php20,000.00 - Php27,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: In person